Make the UX of Portal Comment much better by displaying the Notes attachment associated with it.
My business users complaining that they need to open each portal comment from the Customer Service Hub Timeline just to know if there is an attachment. Make the UX of Portal Comment much better by displaying the Notes attachment associated with it. Customers will be happy if they can identify ...
Post text box size should be customizable .
Need a customizable control to change behavior of the timeline 'post' and set the length of the Post text box to show 8 lines during create. Current CRM product limitation: Business need 'Posts' Text Box control size to be 8 rows visibility while creating a new Post. But we can see only 3 rows...
This feature is currently planned work for a future release. Thank you again for your feedback.
Sincerely,
PM,
Microsoft.
Display images inline inside E-Mail Body in Customer Service Hub/Unified Interface
Feature: Allow to view images inside the E-Mail body direcetly in the E-Mail instead of have to view them as attachments. Explanation: In the classic WEB UI all images inside an E-Mail body were directly displayed and could viewed inside the E-Mail Body. In the Customer Service Hub all Images ...
Thank you for your feedback.
We implemented inline image support end-to-end in the email experience for our April 2020 release. You can review more information on the email experience from https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-email-overview
Sincerely,
PM,
Microsoft.
Reply All and Forward returned to Timeline without being in a drop down
With the upgraded look and feel of the Timeline in Wave 2 2022, the Reply All and Forward icons were moved into a drop down. This is now an extra click for users. For us in particular, we always use the Reply All button because we can't see who all was on the original email without opening t...
Show resources column in Service Activity report
Resources exists by default in the Service Activity field. However, the type of this field is Party List, "Searchable" is "No" and it cannot be changed. We want to add and view the resources column in the Service Activity report, but for the above reasons we can't add it to the column. Please ch...
Make completed Service Activities cancelable
I want to be able to cancel completed Service Activities. We were able to cancel the completed Service Activity in the legacy WEB UI. But after migrating to UCI, trying to cancel a completed Service Activity fails. I understand that it was restricted to prevent some users from accidentally cance...
Add 'this year' as option in time-frame of interactive dashboard
Since a custom time-frame cannot be saved as the filter for an interactive dashboard, the biggest possible time-frame is 'this quarter'. It would be helpful if 'this year' or 'custom time-frame' is added as an option
Improve Customer Service Hub / Old Web Client
For some reasons, our customer does not want to use the new Customer Service Hub even if it looks very nice. The biggest issue here is the missing possibility to set up interactive dashboards without any timeframe or with a custom default timeframe. In case lots of service agents open each day...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
Vamsi
PM,Microsoft.
Ability to divide support time during entitlement
Within a long-term entitlement, customers must specify the support time available each month.
However, the current feature does not have the ability to divide the available support time on a monthly basis during entitlement period.
When this feature is implemented, it wi...
Restore "Created By" information to Notes in timelines
It is no longer possible to see who created a Note in a timeline in the Customer Service Hub, it simply lists it as 'undefined'. My communications with Microsoft techs have advised me that this was an intentional decision. It is possible to see the note creator outside of the CSH, which makes ...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
PM,
Microsoft.
Administrator
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
PM,
Microsoft.